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Customer and Technical Coach

1 month ago

Darwin, Northern Territory, Australia Allianz Full time

CUSTOMER AND TECHNICAL COACH – PERSONAL INJURY – NT MAC, DARWIN NT

At Allianz, we're proud to be named one of the Best Workplaces in Australia 2024 and a Great Place to Work. We're one of the world's leading insurance and asset management brands, with a workforce as diverse as the world around us, which is why we hire the very best people to further our commitment to securing the future for our people and customers.

We offer an inclusive workplace where everyone feels like they belong, while promoting a culture of lifelong learning, development, and global mobility. Join us and share your ideas, be inspired, give back to the community and feel proud to be a part an organisation doing meaningful work that matters while supporting sustainability, mental health, and well-being.

Let's care for tomorrow, so we can create a better future together, for everyone.

We are currently seeking to recruit a Customer and Technical Coach at an exciting time of growth for our business. This is a newly created role to provide support to the claims team with coaching and development of all Case Managers.

About the role

  • Coaching and mentoring of Case Managers to build Technical Capability and increase case specific strategy awareness
  • Overseeing our Learning and Development program including delivery of relevant training
  • Coordinate TIO MAC's customer metric reporting, including call coaching analysis, complaints management, Voice of Customer, and annual customer satisfaction surveys
  • Business analysis to identify operational improvement and implementing best practice and leading-edge approaches and processes
  • Understand customer insights and identify opportunities to improve customer interactions, driving continuous improvements in the claims experience for MAC claimants.
  • Review and update internal guidelines to ensure compliance with Regulatory obligations
  • Providing technical expertise on matters and claim approvals
  • Building effective working relationships with a variety of key stakeholders

About you

  • Extensive knowledge of Personal Injury claims
  • Experience in development of others
  • Ability to plan and prioritise effectively
  • Understand and implement change management practices
    • Ability to communicate effectively on all levels
    • Understanding of a compliance and target driven environment
    • Strong analytical and problem-solving skills

Benefits and perks

  • Inclusive Culture: Join a supportive, open-minded team focused on customer outcomes, bringing your authentic self to work every day
  • Flexible Work-Life Balance: Enjoy flexible and remote work options and workplace adjustments, with support for your work/life balance.
  • Career Development: Access mentoring, development and global mobility opportunities for growth and success, including access to over 10,000 learning resources.
  • Financial and Well-being Perks: Enjoy discounts on Allianz products, retail, tech, and travel, plus financial wellness initiatives and the Employee Share Purchase Program- own a piece of your employer
  • For more details about our benefits, visit the Allianz Careers site.

About our culture

We care about everything that makes you, you. We believe in an equitable workplace that celebrates diversity and inclusion, where people of all genders, ages, religions, sexual orientations, and abilities are not only welcomed but valued for the perspectives and talents they bring to work. We're committed to fostering an environment where everyone can thrive, grow, and contribute their unique perspectives to our collective success and reach their fullest potential.

Adjustments and support

If you require any support and adjustments to participate equitably in our recruitment process, we encourage you to reach out to *******@allianz.com.au for a confidential conversation.